Journey Maps: Not an Exercise in Futility

CX Journey

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome.

A Statistical Exercise, NPS is Not

Promoter.io

The post A Statistical Exercise, NPS is Not appeared first on Promoter.io

Superpowers and Princesses: A Three-minute Lesson on Projective Exercises

Market Strategies International

Projective exercises—the presentation of calibrated stimuli onto which a respondent projects their feelings, attitudes or beliefs—are a critical asset in the qualitative researcher’s emotional toolbox.

A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

Who's Your Gladys?

This simple exercise creates lasting changes in the way your team thinks and acts with customers. The post A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys! They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works. appeared first on Who's Your Gladys?

What Is The Access To And The Source Of Mastery In The Exercise Of Leadership

Maz Iqbal

What Is The Access To And The Source Of Mastery In The Exercise Of Human Centred Leadership? 2014 is behind us in a manner of speaking and we are in the first month of 2015.

What Way Of Being Creates Access To Effectiveness In The Exercise Of Change Leadership?

Maz Iqbal

On the other hand, if you find yourself in that ‘place’ and looking for an access to being effective in the exercise of change leadership then I invite you to listen – really listen and grapple with these words of wisdom: Position is everything. Just about every one of us (as a human being) sucks at relationship, at experience design, at calling forth engagement, at change, and at the exercise of leadership due to the neglect of this radical truth.

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.

Uplifting Service Book – Group Discussion Guide

Up Your Service

Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.

To Sell is Human Summary and Review

Service Untitled

There are a number of actionable exercises after each chapter and frequent references to academic studies that provide additional context for those who are interested in finding them. Gallagher, Book Reviews Customer Service Experience Exercises/Resources This year, we decided to give copies of To Sell is Human: The Surprising Truth About Moving Others by Daniel H. Pink (signed by the author himself) to all of our employees at A Small Orange as part of our holiday gift package.

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Leadership Lessons from Steve Jobs

Service Untitled

” about everything, even the things that seem obvious, is an exercise worth doing. Culture Exercises/Resources Little Things, Big Differences

Book Review: Roadmap to Revenue

Service Untitled

Book Reviews Culture Customer Service Exercises/Resources Little Things, Big DifferencesI just finished reading Roadmap to Revenue : How To Sell The Way Your Customers Want To Buy ( Amazon.com link ).

Check Sheet – Why Use a Check Sheet?

Service Untitled

Behind the Scenes Exercises/ResourcesCheck sheets (or tally sheets) are one of the seven management tools that organizations use to gather information to help monitor and improve quality.

How to Leverage What You Do Right!

Service Untitled

Behind the Scenes Exercises/Resources Little Things, Big DifferencesI saw a commercial today for an exterminating company that advertised the ongoing training their employees receives.

Five Ways To Plan For B2B Journey Mapping Success

Forrester's Customer Insights

Journey mapping can be an energizing and eye-opening exercise in customer empathy. As advisors to B2B CX and Marketing Leaders in the Forrester Leadership Boards (FLB), we come along on many journey mapping “journeys”.

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How Can FOCUS PDCA Help Improve Business Operations

Service Untitled

Behind the Scenes Exercises/Resources Little Things, Big DifferencesImproving what we do and how we do it is an important part of business strategy. As organizations develop and grow, there is any number of improvement opportunities along the way. Opportunities can be related to business processes like the accounting function, a manufacturing process or a service process aimed to improve the customer experience.

Service Untitled» Blog Archive » Call Your Competitors

Service Untitled

Home About Service Untitled Subscribe for Free Consulting Contact Archives Call Your Competitors Douglas June 04, 2009 Behind the Scenes , Customer Service , Exercises/Resources 1 Comment Here is something you can do to make your company more competitive in about 10 minutes. Service Untitled The blog about customer service and the customer service experience.

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics

MaritzCX

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics. The end of the calendar year is around the corner. View Article

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics

MaritzCX

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics.

Stop Falling Prey to Fad Diets When It Comes to Your CX Outcome Metrics

MaritzCX

One thing you can always count on at the end of the year is an explosion of diet and exercise program commercials on television taking advantage of peoples’ desire to make. Stop falling prey to fad diets when it comes to your CX outcome metrics.

2019 XM Trends From Qualtrics Thought Leaders

Experience Matters

It was a great exercise. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.

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Why You Need to Treat Your Business Relationships Personally

The Upsell

And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same.

Does Your Business Pass the Customer Service Fitness Test?

Who's Your Gladys?

Customer service is like exercise – do it right, and you see results. It’s simple. But there’s nothing easy or convenient about it. If it was, everyone would have six-pack abs and a stellar customer-focused culture. Want to pass the customer focus fitness test?

How to Pass the Customer Service Fitness Test

Who's Your Gladys?

Customer service is like exercise – do it right, and you’ll see results. It’s that simple. Though, simple and easy aren’t always a package deal. If it was, everyone would have six-pack abs and a stellar service culture. Want to pass the customer service fitness test?

How Healthy Are Your Professional Relationships?

The DiJulius Group

Your Relationship Report Card To demonstrate how critical and dependent we are on others, The DiJulius Group uses the following exercise called Your Relationship Report Card.

Kick Start and Optimize Your NPS for 2017

CustomerGauge

Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.

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Three Ways Journey Mapping Can Drive Employee Engagement

SuiteCX

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change.

A Tale of Two Returns or Why “That’s Our Policy” Should Be Banned from Customer Service Lingo

Who's Your Gladys?

Coffee keeps me functioning and my dogs keep me walking, aka getting the exercise I need to stay healthy. Two things that are extremely important to me are coffee and walking my dogs. Unfortunately, over the last few months, both my coffee maker and my walking shoes have given me major trouble. Customer Service Dissatisfied customer Lori Jo Vest Who''s Your Gladys? customer service article customer service training defective product returns

JOIN US! Journey Mapping Bootcamp On May 16 & 17 In Chicago

Kerry Bodine

Our signature two-day bootcamp is jam packed with content and exercises that will answer these questions: Why are customer journeys (and journey maps) important? One recent attendee called our journey mapping bootcamp “an MBA on steroids.” On May 16 & 17, join us in the heart of Chicago to find out why. What makes journey maps effective? How can you create journey maps? How can you use journey maps?

Customer Friendship

Wired and Dangerous

It started with an exercise for a senior living client. We tried an exercise that asked people to talk about what it felt like to be a best friend and to create a best friend relationship.

What is the point of a journey map?

Heart of the Customer

Engagement Lead Kathleen Hoski led us in an exercise to review our past journey maps, discussing and aligning on best practices. We held an offsite today. As our team expands, it’s important to connect and learn from each other, and this was one of those rare opportunities.

Adobe Summit Recap - Make Experience Your Business

iPerceptions

But beyond getting some physical exercise, it turned out to be the perfect prologue to the keynote on Day 1 of the Summit – Become an Experience Maker. This year, my Adobe Summit experience started off a little differently. I went hiking. With the opportunity to take in the natural beauty of Red Rock Canyon, the experience was sensational, to say the least.

Nineteen In ’19: New Year’s Resolutions For The Data-Driven Marketer

Forrester's Customer Insights

Every New Year, I find myself making lofty goals: eat better, exercise more, spend less time on social media. By mid-February, those goals are a distant blip in my rearview mirror; the reality of life gets into the way and I just fail at tracking progress. But this year is different (I swear). I created […

Drawing Toast, Powering Outcomes and Delivering Delight

CloudCherry

I have been told that this was the FIRST major brainstorming exercise at CloudCherry since inception that I played no role in. One shot, no retakes, no script – just to capture the ‘real time’ recap of what the whole exercise’s outcome had been.

The Value of Open Ended Feedback

Vision Critical

Generally speaking, you can quickly send out a quantitative activity and have the analysis done in a fraction of the time it would take to do a qualitative exercise. Star filtering and editing of comments allows you to rapidly find and select what’s relevant to you for your reporting exercise.

On-Demand Webinar: Lessons for HR in Building a Service Excellence Culture

Up Your Service

Getting all stakeholders onboard and driving cultural change is a difficult exercise. Launching transformative initiatives is one step close to bringing change, but sustaining them is the more difficult exercise.

Successful CX is a Company Wide Initiative – Drive Meaningful Improvements in 2019

inContact

Making a CX transformation is not a one-time exercise. If you are like the other 100 customers I have spoken with over the last few months you are likely somewhere in the process of evaluating your customer experience (CX). That may mean you have initial awareness there is room for improvement, or you have already identified what improvements are needed, or maybe you have reached the stage where you are executing against a CX improvement plan.

ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics

ForeSee

When Life Fitness wanted to step up its online efforts and relaunch its website, the exercise equipment manufacturer turned to ForeSee. Life Fitness knew it needed a partner with a. The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee.